Reporting to an Area Head of Operations, the role holder will lead a multidisciplinary Workplace Operations team, delivering safe, compliant and customer-focused services across a complex estate. They will provide clear leadership, build team capability, manage recruitment, performance, development and change, and oversee supplier staff and a delegated budget. Success requires strong communication, sound change-management knowledge and the ability to collaborate with senior stakeholders, building users, suppliers, other government departments, subject-matter experts and trade unions to resolve complex issues and improve customer outcomes.
As Duty Holder for designated sites and a member of the wider Workplace Operations Leadership Team, the role holder will assure compliance with health and safety and statutory requirements. This includes overseeing risk assessments and closure of high-risk actions, reviewing regional compliance, monitoring supplier performance and reporting incidents and risks. They will also track office attendance and mandatory learning, chair quarterly House and Health and Safety committees, review customer and people survey results, deliver budget improvements and lead continuous-improvement activity across the wider leadership team.
This is a key leadership role within the E&LP directorate operating model, leading the change on how we deliver our service to provide a better and enhanced customer experience. The opportunity to develop and lead a fast-paced professional team supporting a dynamic agile workspace making sure the building and facilities fully operational 24 hours a day.
You will be instrumental in delivering an innovative approach to managing the estate with full accountability for delivering a successful operation to HMRC and OGD’s across a regional area. You will be based in Edinburgh one of our flagship UK Government hubs and will have responsibility for making, supporting, and implementing a wide range of decisions positively impacting customer experience. Effectively managing a dynamic delivery model through suppliers and own team, the role holder will engage regularly with senior stakeholders, building occupants and visitors. You will successfully manage relationships and ensure excellent customer experience.
You will be the senior Workplace Operations leader, based on site to enable service delivery. You will be influential in developing and evolving a professional team, as well as reviewing services to continue to offer valued and customer centric services. This role provides a rare and exciting opportunity to shape and to continue to influence service delivery.
Key Responsibilities
- Hold a key leadership role within E&LP operating model.
- Deliver and lead a multi-disciplinary team of Workplace Operations Professionals.
- Leadership role across 4 sites within HMRC’s Edinburgh Region.
- Use data and insight to enhance customer experience.
- Deliver customer-focused services across the HMRC estate, maintaining a strong emphasis on collaboration and stakeholder engagement. This includes the liaison with senior government officials and external stakeholders.
- Communicate with clarity and conviction, tailoring your approach to different audiences.
- Ensure knowledge of change management processes and apply them effectively.
- Lead discussions on complex customer issues with senior customers and other interested parties.
- Collaborate with the Professional Services Team and other Subject Matter Experts (SMEs) to prevent and resolve building related issues.
- Ensure delivery of safe and compliant workplaces and provide assurance to E&LP Senior Leadership Team.
- Investigate and provide solutions to complaints raised consulting with the Customer Team in E&LP.
- Manage a delegated budget effectively.
Person specification
We are seeking an experienced and inspiring estates leader with a proven track record of delivering customer-focused workplace services across a complex estate. The successful candidate will be a collaborative and strategic leader, able to build strong stakeholder relationships, utilise data and insight to drive service improvements, and confidently navigate change and complexity. They will have significant experience leading multidisciplinary teams, managing budgets, ensuring health, safety and statutory compliance, and providing assurance to senior leaders. With excellent communication skills and a people-centred approach, they will foster high-performing teams, champion continuous improvement, and deliver positive outcomes for customers, colleagues and the wider organisation.
- Experience in a key leadership role within an Estates discipline.
- Used data and insight to enhance customer experience.
- Collaboration and stakeholder engagement.
- Adept at investigating and providing customer-driven solutions to complaints.
- Managed a delegated budget effectively.
- Memberships/Accreditations - Civil Service Management Development Programme.
- Health and Safety - L3 Certificate in Fire Risk Assessment.
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Head of Estate employer: HM Revenue & Customs
At HMRC, we pride ourselves on being an exceptional employer, offering a unique opportunity to work in a vital compliance role that shapes the future of tax administration for the UK's wealthiest individuals. Our collaborative work culture fosters professional growth and development, with access to specialist training and resources that empower employees to excel in their roles. Located at the heart of the UK’s tax authority, we provide a meaningful career path where your contributions directly impact public services and support for families across the nation.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Estate
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Some tips for your application 🫡
Show Your Real-Estate Savvy:When crafting your CV and cover letter, make sure to highlight any relevant experience in the real estate sector. If you've done internships, assistant roles, or even relevant coursework, lay it out clearly. We want to see your familiarity with market trends, property management, or any sales experience you've got under your belt!
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Tailor Your Documents for the Job:Every application should feel personal. When applying for the Head of Estate role at HM Revenue & Customs, tweak your CV to focus on aspects that are important to them. If they value client relationships, emphasise your interpersonal skills. We want to see you aligning your experiences with what they're looking for!
Keep It Professional Yet Approachable:While we want you to show off your expertise, don't forget to let your personality shine through in your cover letter. A touch of friendliness can set you apart, especially in real estate where client interaction is key. Show that you're ready not just to work with the property but also with people!
How to prepare for a job interview at HM Revenue & Customs
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In real estate, it’s all about staying ahead of the curve. Make sure we brush up on the latest market trends in the area where HM Revenue & Customs operates. Being able to discuss local property values, demand, and upcoming developments will show that we’re not just interested in the job, but genuinely invested in the industry.
✨Prepare for Scenario Questions
Expect some scenario-based questions during the interview. We might get asked how we’d handle different client situations or property evaluations. Preparing our responses for common real estate scenarios not only demonstrates our problem-solving skills but also shows that we can think on our feet in a client-facing role.
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In full-time real estate, networking is key! Let’s think about our connections in the industry and what we can bring to HM Revenue & Customs. Whether it’s insights on prospective clients or relationships with local contractors, talking about these experiences can set us apart from other candidates.
✨Demonstrate Technical Savvy
Familiarity with different real estate software tools is a big plus. We should be ready to discuss any platforms we've used, whether it's for property management, CRM, or data analysis. Being comfortable with technology not only makes us more efficient, but also shows that we’re adaptable to the tools used at HM Revenue & Customs.
